My family and I have been traveling all day from Chicago. We knew that check-in is at 3pm so we decided to just check our bags since we arrived at noon. The front desk told us that our room wouldn’t be ready until 3 but there are smaller rooms available now. We said we’ll wait for the bigger room that we have booked. (Why would we stay at a smaller room when we paid for the big room???) We left to explore and returned at 2 to nap in the lobby since we have been awake for 24 hours.
Right at 3pm, one of the ladies informs us that our room wouldn’t be ready for an additional 45-60 mins. A smaller room was available, but she suggested to just wait since our original room is much bigger. It’s 4:15 and they haven’t checked in on us so I asked what was going on. I stated my valid complaints and this other lady was so unapologetic and unaccommodating. She couldn’t care less that we weren’t being taken cared for. She said the room was going to take another 30 mins... I kept asking why and they accused us that it was because we wanted a bigger room.
No. You guys are wrong. We just wanted the room we booked. We have been awake for 24 hours adjusting from Chicago to Paris time, so all we want to do is sleep in our room that was suppose to be ready at 3pm. We never asked for a change or upgrade. Stop blaming your customers for your incompetence. The room wasn’t ready when they should have been - this is your responsibility. What’s the point of having a check-in when the rooms aren’t ready? They literally said “just because we have a check in doesn’t mean the rooms are ready” - OK, so I guess customers can just check out whenever because they’re not “ready” right at check-out.
I had to raise my voice at them in front of other visitors lecturing how this was wrong and unacceptable and they did not apologize. We demanded to speak to their manager and after a few minutes the lady comes back and said that our room was ready. (Wow, how convenient. How long were you guys keeping that room from us?) The manager didn’t even come out to apologize. We left the lobby and entered our room very angry. What a great welcoming by the entire staff.
I’m not sure why this hotel has over 4 stars when their customer service is a joke and the staff is so unwelcoming. Is this how you treat all customers or just Asians? We are Korean-Americans and it felt as though we were being discriminated because they were friendly towards all the Caucasians. We were lied to about our room’s availability multiple times, the staff blamed us for their mistakes, they didn’t apologize or offer any discounts to make up for their poor hospitality.
Later that day, they slipped an apology letter with a box of chocolate. They addressed us as mister... We’re all females! They can’t even apologize correctly or in person. Here’s an advice: get the suffix right and apologize to our face.
To Citadines Saint-Germain-Des-Pres, do better. Much better.
Housekeeping is only once a week and if you need additional stuff like toilet paper and towels, they charge you extra! The hallways smells like rotten eggs so they have to use harsh chemicals to mask the smell.*